Editing Interaction Types

Interaction Types are completely editable and if using a self-service portal, the changes are seen as soon as CRM has completed its updates.

To edit an Interaction Type:

  • Navigate to VeloCITY 365 -> Interaction Types.
  • The Interaction Type grid displays.
  • Select the required Interaction Type.
  • The Interaction Form displays.
  • Update the required fields.
  • Click Save.

The fields added during the creation of an Interaction Type are outlined below.

Managing CRM Entity Detail

The following fields are added during the creation of the Interaction Type.

CRM Entity Detail

Description

Business Process

Determines the business process flow for the interaction type. The ABS – Case – Default Business Process is associated by default. Refer to the Business Processes section within this document for more information on creating alternate business process flows.

Agent Details Form

The default Interaction Type-specific details form created by the system.

Quick View Form

The default Interaction Type-specific View created by the system.

Manager Form

The default Interaction Type-specific manager form created by the system.

Regenerate CRM Forms

Enables the regeneration of the CRM form when changes have been made.

NOTE: Any customizations done to any related CRM forms such as adding fields, rearranging fields, etc. will be LOST as a result of this regeneration.

Regenerate Portal Forms

Enables the regeneration of the Portal form when changes have been made.

NOTE: Any customizations done to any related CRM forms such as adding fields, rearranging fields, etc. will be LOST as a result of this regeneration.

Managing Custom Fields

The Custom Fields sub-grid is added during the creation of the Interaction Type. The sub-grid enables the addition of custom fields during the reporting of a service request. The custom fields display on the portal’s Issue Details page.

To add a custom field:

  • Navigate to the Custom Field sub-grid and click the +.
  • The sub-grid lookup displays.
  • Click New.
  • The New Interaction Type Custom Field form displays.
  • Enter the name of the custom field in the Display Name field.
  • The Parent Interaction Type field defaults to the current Interaction Type.
  • The association can be edited.
  • The Schema Name is a locked field and will be created based on the value within the Display Name.
  • Select the required type of field from the Type option set.

Additional fields display based on the option set selection.

  • Multiple Lines of Text – No additional input required.
  • String – No additional input required.
  • Boolean – No additional input required.
  • Integer– No additional input required.
  • Decimal– No additional input required.
  • Date/Time – No additional input required.
  • Date – No additional input required.
  • Option Set – fields display for the addition of option set values. Be sure to save the option set values (the save icon on top of the option set field) before closing the form.
  • Global Option Set – Global Option Set Lookup displays. Select the required value.
  • Click Save. The Interaction Detail form displays.
  • Click Save and Close

Managing Permissions

The permissions sub-grid is available after the interaction type has been created. Creating a permission record will grant read-only or full access permissions to the security role for the interaction type. This must be done in order for a given security role to access the service request records in CRM.

To add a Permission:

  • Navigate to the Permissions sub-grid and click the +.
  • The New Interaction Type Role Permission form displays.
  • Select a security role to be granted access.
  • Select the access level, Read Only or Full Access
  • Click Save.

Managing Related Items & Tags

The Related Tags and Child Interaction Types sub-grids are added during the creation of the Interaction Type. The sub-grids enable the association of related knowledge base articles and service requests as well as other child Interaction Types during the reporting of a service request. The custom fields display on the portal’s Issue Details page.

To add a Related Item:

  • Navigate to the Related Item sub-grid and click the +.
  • The sub-grid lookup displays.
  • Click New.
  • The New Tag form displays.
  • Enter the name of the tag.
  • Enter a tag description.
  • Identify a parent Tag, if applicable.
  • Click Save.
  • The Child Tags and Associations sub-grids enable.
  • Select the appropriate Child Tags, Knowledge Articles, Alerts and Interaction Types.
  • Click Save.

Managing Rollup Mapping

The Rollup Mappings are added during the creation of the Interaction Type. While some of the fields are not locked, it is NOT recommended that any of the fields be edited.

Managing Multi-Lingual

The Multi-Lingual fields are added during the creation of the Interaction Type. There is only one field that requires configuration: Enable Multilingual. Selecting these checkboxes creates the base content snipped that is required to implement the multi-lingual functionality. Once these are created, the content snippets should be updated in the interaction wizard with the associated names (title, deflection page text & create button text) based on their business needs.